Newsroom

While no two call/contact centers may be exactly the same, all
call centers grapple with the same fundamental problem: maintaining
staffing levels and keeping agents engaged. The high
attrition rate exerts constant pressure on HR and hiring managers,
as there's a continuous need to fill open positions. Working
as an inbound customer service representative (CSR) has a turnover
rate of between 30 and 45 percent.

In years past, it was hard to convince senior executives and
managers that artificial intelligence had the sophistication and
flexibility to handle anything beyond routine tasks. Today,
automation technology is being incorporated to streamline a range
of internal business processes and provide increasingly refined
business insights. Companies are using it to improve everything
from customer relationship management to managing inventory.
In fact, it has advanced well beyond "process" automation to
higher-level problem solving and critical thinking, affecting
entire categories of jobs, from bank tellers and telemarketers to
news writers and radiologists.

GPAs are no longer as reliable of a marker for selecting
candidates, since there are multiple outside factors which could
affect one's grade, including a job, a prestigious internship, or
even grade inflation. Many employers rely on job experience,
knowledge within the field, and related skills, rather than a
GPA.

Freelancing is on the rise, and many Millennials, in particular,
are choosing this route in order to have more control over their
careers. All too often, companies place remote workers on the
outskirts of an organization, but with today's technology, that is
not only unnecessary, it could be a costly mistake.